What are the responsibilities and job description for the Care Support Specialist position at FREEDOM CARE , LLC?

Started in 2016, FreedomCare is a Healthcare company that is innovating and revolutionizing the way home care is delivered. We bring dignity and support to patients needing care in their homes and to the caregivers who care for them. We're the largest consumer-directed home care agency in NY State, and are continually expanding our areas of focus including operations in other states and tech-based innovations.

We pride ourselves on our values which drive the level of care that we deliver to our patients :

Here For You (An attitude of service, empathy, and availability)
Own It (Drive and ownership)
Do the Right Thing (High integrity)
Be Positive (Great attitude and a can-do positive approach to challenges)

Join our team and make a positive impact on the lives of others! We are looking for a Care Support Specialist for our team in Connecticut.

This is a hybrid role with a required commute of 2-3 days per week to our office in West Hartford, CT.

Department & Position Overview :

The Care Specialist guides patients and caregivers through their home care journey. This role provides a high-level empathetic customer service experience, while ensuring that our patients receive the care they need and feel heard and cared for.

As a Specialist, this role will :

Ensure a high-quality customer experience, while maintaining our desired service throughout the processing of daily activities / tasks.

Provide a high-level customer experience through First Call resolution demonstrating Freedom Care's values of ensuring care and compassion with a positive, helpful demeanor.

Accurately follow process and procedures according to department guidelines to ensure we are consistently delivering strong quality levels and customer experience.

Consistently meet monthly performance metrics of call availability, efficiency, quality, and wellness reviews.

Every Day You Will :

Meet established minimum call volume per day in a fast-paced environment and meet expected metrics, KPI's and quality of service standard.

Meet wellness review metrics per state.

Maintain minimum standard for Daily Notes, and caregiver clock-in / clock-out adherence.

Display empathy, actively listen, and clearly communicate with callers to ensure their needs are addressed and to foster a positive experience and relationship.

Review, assess, and resolve the patient / caregivers' needs and understand the reason for inbound inquiries.

Address all questions or complaints and provide an accurate and efficient response time of resolution

Follow up and engage with patients and caregivers via messaging (SMS / emails, etc. ) and phone calls.

Serve as a key point-of-contact for enrolled caregivers for pay discrepancies, timesheet errors, direct deposit change, schedule change of caregivers, and more.

De-escalate situations involving dissatisfied customers, offering patient assistance and support.

Ideal Candidate Will Possess :

A positive can-do attitude. In alignment with our core values.

A passion for providing a high level of customer service, including the ability to show empathy, active

Ability to organize, set priorities, and manage time effectively.

Strong verbal communication skills, demonstrating active listening and adaptability to different personality types, internally and externally.

Ability to resolve issues with eager customers comfortably, defusing and de-escalation of frustrated callers successfully.

De-escalate situations involving dissatisfied customers, offering patient assistance and support.

Escalate unresolved patient and caregiver issues to the appropriate teams to ensure a quick turnaround time and resolution.

Meet and exceed minimum call volume per day in a fast-paced environment and meet expected metrics, KPI's and quality of service standards

Display empathy, actively listening, and clearly communicate

Effectively input and update the case file and account data within CRMs

Manage call dashboards and reporting to assist in managing assignments.

Filing for annual authorizations, following up; updating auth / changes.

Manage care on holds.

Manage annual caregiver requirements.

SFC State specific : Review daily notes and escalate concerning daily notes appropriately.

Responsible for incident reporting / hotline reporting in a timely manner.

Responsible for start of care (welcome call).

Why work at FreedomCare?

We are here for you and committed to providing a best-in-class employee experience. We offer competitive compensation, medical benefits, retirement plans, wellness programs, fun company events and ongoing learning opportunities to grow your career.

This is a place where your voice matters, where we build great relationships, and your work has meaning and a tangible positive impact on others!

At FreedomCare, we celebrate diversity and are committed to creating an inclusive environment for all employees. We are an Equal Opportunity Employer and do not discriminate based upon race, religion, color, national origin, ancestry, age, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, status as a protected veteran, status as an individual with a disability, citizenship or immigration status, or other applicable legally protected characteristics.

At FreedomCare, base pay is one part of our total compensation package and is determined within a range. This provides our employees with the opportunity to professionally grow and develop within a role. The base pay range for this role is between $16.00 and $20.00 an hour at the commencement of your first year of employment. Compensation decisions are dependent upon a variety of factors which may include, but are not limited to : skill set, years of relevant experience, education, location, and licensure / certifications.

Salary Range

16-$20 USD

Salary : $16 - $20

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